Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Genesys IVR makes life easy for your customers—and you

Take a fresh look at your IVR

Many organisations still view IVR as little more than a way to reduce costs. But, in doing so, they miss its real value—improved customer service. A well-designed interactive voice response system is fast, convenient and personalised. It drives customer satisfaction and saves time.

Think of IVR technology as the original bot—one that can connect with voicebots, micro-apps and back-end systems. And like the rest of your business ecosystem, it’s evolving. This evolution is happening in technologies like conversational IVR, which uses Natural Language Understanding (NLU), a type of speech recognition that lets a bot understand spoken requests.

Modern IVR systems eliminate slow, confusing and hierarchical menus in favour of data-backed journey options. This difference has a big impact on customer satisfaction. They’re still self‑serving and resolving issues within the IVR—but faster and more efficiently. You’ll see this blending of IVR, voice and bots in the modern Genesys system.

To maximise the potential benefits, choose a solution that takes advantage of innovations in AI, machine learning and NLU. Improve self-service with a solution that integrates into your current environment. Voicebots powered by artificial intelligence (AI) can turn pre-recorded messages into a powerful differentiator.

Tear down the walls around your business and make customers’ lives easier

Power customer self-service through automation

Deliver personalised and predictive interactions. Use your data to drive journeys. Customers will gravitate towards a well-informed automated system for an effortless self-service experience.

Understand the importance of people

Automation only goes so far. Blend modern technology with assisted service to maximise benefits. Reduce the cost to serve, manage higher call volumes and improve customer experiences.

Leverage easy development tools

Make your application exactly what you need it to be. Build and deploy a simple, straightforward IVR or tackle the most complex applications. Easy-to-use tools give users more control over their IVR technology.

Blueprint for success:

Raise your IVR expectations

Delivering great customer experiences is about simplifying and personalising engagement. That means being able to understand the customer’s needs. Use what you know. Access relevant profile and business information and use rules to customise the experience.

Tight ACD and business systems integration

The Genesys IVR solution is flexible. It’s built to integrate with your ACD and business systems. Build seamless self-service solutions using our pre-built micro-apps and deliver standard services. Or use the IVR to pre-route for the ACD and then deliver your customer call to the correct agent. Linked routing and IVR make it possible.

Get on board with conversational IVR

With the intuitive self-service of conversational IVR, your customers resolve issues faster. NLU and machine learning let callers interact with your system in a way that feels natural. Integrations with recognition vendors like Nuance enable understanding of complete phrases. Integrated dual-tone multi-frequency and speech-enabled options offer more ways to improve the experience.

Personalise your Genesys IVR to meet customer needs

Most IVR applications present customers with identical options, regardless of context. But customers want personalisation. A customisable system lets you tailor messages, menus and treatments for individual customers. Set rules based on who the customer is, why they’re calling and the capacity of your contact centre. This improves FCR, NPS and containment rates.

Leverage powerful pre-built micro-apps

Micro-apps ease implementation and integration to lines of business and CRM systems. This makes it simpler to complete tasks and support self-service. Choose from a wide range of pre-built micro-apps—some of which are industry-specific—to customise your solution. You’ll reduce costs and improve NPS with fewer resource-intensive deployments.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.